The Effect of Factors in the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) Model on QRIS Usage among Generation Z in Kalianda

Abstract

Purpose: This study examines how the seven core constructs of the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2), namely performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation, price value, and habit influence behavioral intention and use behavior toward the Quick Response Code Indonesian Standard (QRIS). It also investigates whether gender, age, and experience moderate these relationships among Generation Z users in Kalianda, South Lampung.

Design/methodology/approach: A quantitative survey was conducted among 270 Generation Z QRIS users in Kalianda, selected through purposive sampling and reached via an online Likert-scale questionnaire. The data were processed with Partial Least Squares Structural Equation Modeling (PLS-SEM) in SmartPLS 3.0, covering outer model evaluation (convergent and discriminant validity, reliability) and inner model evaluation (coefficient of determination, path coefficients, and interaction-based moderation testing).

Findings: Facilitating conditions, price value, and habit significantly influence behavioral intention, whereas performance expectancy, effort expectancy, social influence, and hedonic motivation do not. Habit and behavioral intention significantly drive use behavior, while facilitating conditions has no direct effect on use behavior. Gender, age, and experience each moderate selected paths, most consistently those involving facilitating conditions.

Practical implications: Payment regulators, banks, and merchants seeking to expand QRIS adoption among younger users are likely to gain more from strengthening habitual, everyday use and ensuring reliable supporting infrastructure than from performance- or enjoyment-oriented promotional messaging alone.

Originality/value: The study extends UTAUT2 to a semi-urban Indonesian setting that has received limited empirical attention, and it tests three demographic moderators simultaneously within a single QRIS adoption model, offering a more contextualized account of Generation Z payment behavior outside major metropolitan areas.

Paper type: Empirical